We are seeking Help Desk Agent Tier I to support the a Customer Care Center supporting a government client. This position serves as the first point of contact for IT support, providing 24x7x365 assistance to state employees and affiliated users. This position requires holiday and weekend work, as well as 2nd and 3rd shift availability after the first 60 days of training. The pay for this is $15-22/hour based on experience.
Key Responsibilities:
- Respond to incoming calls, chats, and emails from users seeking technical assistance.
- Provide Tier 1 troubleshooting for hardware, software, network, and application issues.
- Accurately log all incidents and service requests into the ticketing system.
- Escalate unresolved issues to Tier 2/3 support teams as necessary.
- Follow standard operating procedures and knowledge base articles.
- Maintain a high level of customer service and professionalism in all interactions.
- Support users with varying levels of technical expertise.
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- High School diploma and bachelor's degree or equivalent work experience
- 1+ year of experience in a customer service or IT support role.
- Strong communication and problem-solving skills.
- Basic understanding of Windows OS, Microsoft Office, and common IT systems.
- Ability to work in a fast-paced, team-oriented environment.
- Experience with ServiceNow or similar ticketing systems.
- CompTIA A+, ITIL, or other relevant certifications.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.